asa august 2014 b · asa houston - shop talk august 2014march 2014 page 4 how extended idling time...

A Publication of the Automotive Service Association – Houston, Texas

How To Find Us

Automotive Service AssociationHouston ChapterPO Box 925007

Houston, TX 77292-5007

Need info about ASA?Call one of the board members on page 3

or contact Nancy Adkins, ASA Administrator

[email protected]: 713-862-7654

Volume 29 No. 8August 2014

ON THE INSIDEPage 2

July Meeting Recap

Page 3

President’s Corner

Officers and Board

Thank You for Donations

Page 4

Idling Time Impact

Page 5

Rick Burleson

ASA Website

Payment Processing

Page 6

Automotive Training Calendar

1

ASA Associate Members

Fratelli's Ristorante1330 Wirt Road • Houston, TX 77055

Dinner 6:30PM • Meeting 7:00PM$10 member $15 non member

ASA Houston August MeetingTuesday August 12, 2014

POWER STROKE TECHNICAL TRAINING

Chastang Ford is providing the expertise of their national Blue Diamond Parts diesel trainer, Rick Burleson, with our ASA Houston shop owners and

their service writers. Rick has toured the nation for the past four years providing training in all the Ford diesel classes. See page 5 for more details about Rick.

He will give ASA Houston a technical class detailing: diesel filtration and the importance of proper filters s

the correct type of diesel coolant for overall operation s

how to access all your Ford diesel questions using their Technical Resource s

Center

Partnering with shop owners

ASA Houston - Shop Talk August 2014

This month's membership meeting was rewarded with a presentation by Danielle

Wallace, the Marketing Coordinator for BG Products. Danielle's presentation, “Marketing to Women”, was humorous, informative and potentially profitable for all in attendance.

Danielle focused on 2 huge questions; why do women hate to take their car to an auto repair shop, and how to get them to love your shop.

She began her story with three examples of businesses that she loves to go to. One was her dentist, another the local Starbucks and finally her hairdresser. In each case, with the help of slides she explained that they all shared common traits:

S They appreciated her business

S They acted as if they were glad to see her

S They were consistent in their treatment of her which was always impressive

As part of her job, Danielle “mystery shops” garages and using what she learned from these experiences, she shared three shops where a woman's trust wasn't inspired.

The first was a shop that looked sort of OK from first glance, but when she first entered the business she was ignored by the lady at the front desk, who after a few minutes called a service advisor to the front. While waiting on the service she discovered that the waiting area had no rest rooms for customer use, had old shop manuals piled up and ceiling tiles that were stained and look in danger of falling out.

The second shop impressed her with the “nice old man” who waited on her. He was very friendly and courteous. He took her request down

and assured her that they would look into it. Later she received a call telling her the oil change was done. The problem was that an oil change was not her request. It turned out the “old man” was partly deaf and her real request of a brake service was not noted.

The final shop was pushy, patronizing and rude trying to upsell and making comments that she found offensive.

According to Danielle's statistics, women make 85% of all purchases, comprise 65% of all of our shop customers and spent $207 billion for automotive service last year. Also, according to her research:

S 89% of women think they are treated like second class citizens by shops,

S 84% of women believe that shops overcharge them,

S 96% of them would refer a good shop to their friends

S 50% of women buy based only on a friend's referral.

S Women generally make loyal customers!

What do women want from a repair shop? According to Danielle they are looking for:

S Cleanliness, clean waiting rooms, and especially rest rooms!

S Timeliness, on time completion, and respect for their time with calls for updates and to report the car ready

S Clarity, clear communication of what is wrong, how long it will take and what it will cost. They do not want technical jargon.

They expect their auto expert to have a neat and clean appearance, to be confident in his communications, and to be knowledgeable in all his products. They want us to listen

respectfully, demonstrate that we care about their problem and about them, and then solve their problem. All of this, according to Danielle, offers our female customers a level of confidence and good service. She goes on to say that if we really want to win their hearts and business, good service is just a starting place. We have to be remarkable. To be remarkable, she suggests that we:

S Remember her and make her feel special by our attitude and greeting

S Surprise or delight her with a little something extra such as a rewards program, small gifts (Starbuck's Coffee or drink), or extra service such as a free car wash

S Be consistent with her; treat her as your best customer at each visit

S Be remarkable in some way in your customer service, facility or attitude

To make the most of our largest customer segment we need to go the extra mile and offer not just good service but exceptional customer service so that the women will share their experience and refer their friends to our shops.

Meeting Recap of Danielle Wallace, “Marketing to Women” By John Miller, Freedom Automotive

Danielle Wallace


Officers & Board2013 - 2014

PresidentKarolena SerratosProfessional Auto [email protected]

Past President - Social CoordinatorJohn Ferrata IIINLine [email protected]

Vice President – Director of TrainingMario RodriquezMario’s [email protected]

TreasurerJay MeirExcel Automotive [email protected]

Secretary John MillerFreedom Automotive Service, [email protected]

EditorJohn MillerFreedom Automotive Service, [email protected]

Director of MembershipChris NewhouseRay's Auto [email protected]

Director of SpeakersChuck StasnyHouston [email protected]

Regional ASA State Direct 2 Kathryn van der PolAdolf Hoepf [email protected]

BoardCindy Herzing, Accurate Auto CenterKevin Spencer, A&B Auto Electric, IncRay White, S&S Auto ServiceMark Deschner & John Goins – Education Liaisons San Jacinto Community College

PRESIDENT'S CORNER

THANK YOU ASSOCIATES FOR YOUR DONATIONS!July Meeting Raffle Items

A-Line Auto Parts:6 Camo caps

Car Quest:2 Goodie Bags each with a $25 Best Buy gift card,

cap, mousepad, pen koozies and key ring

Chastang Ford:5 Camo caps • Coffee mug • Travel cup

2 Insulated lunch bags

Main Auto Parts:Monroe barrel trash can

Performance Radiator:Box of gloves

XL Parts:A/C Delco Battery beverage cooler

Winner of ASA Houston Horse Choking Wad:Abraham Castillo - A-Line Parts

reetings Fellow Shop Owners and Associate Members!GLast month we had an exciting speaker, Danielle Wallace from BG Products, who gave us insight on how to ensure our service facilities are appealing to women but more importantly how our appearance and actions can project trust and confidence to our customers.

Our customers already know we are qualified, however, displaying this needs to be more than certificates of recognition which hangs on the wall. Building with relationships with people is crucial and understanding customers' needs are different. By striving to take ownership of a customer's problem, gather the appropriate information to help advise them through the repair process not only helps the customer feel empowered, but allows them to make better buying decisions and understand how our services directly suits their needs.

Each morning I challenge everyone to make one improvement to their company's appearance. This does not mean undergoing a several thousand dollar make over; rather finding a small thing which can make a true different—perhaps it could a be a new coat of paint in the waiting area or going to The Home Depot to buy a new facet set for the customer bathroom. Try identifying a woman customer who will give you honest feedback about some ideas to make the shop look better and more appealing.

See everyone next month as we hear from Chastang Ford about diesel vehicles. Last year this brought a huge turnout and we are excited to have them back once again!

Karolena SerratosASA Houston Chapter President

March 2014ASA Houston - Shop Talk August 2014

HOW EXTENDED IDLING TIMEIMPACTS MAINTENANCE INTERVALS From Ford Motor Company

Ford Power Stroke Diesel engines provide unmatched performance and durability, and are used in a large variety of demanding applications.

Many common applications of Super Duty trucks and E-Series vans require the engines to idle extensively. Idling can significantly impact maintenance intervals.

S 6.0L Power Stroke Diesels use compressed engine oil to actuate the fuel injectors and deliver fuel into the combustion chamber.

S Oil compression takes place during all cycles of engine operation. Whether the vehicle is towing a heavy load or idling at a job sight, oil is being compressed repeatedly.

S At idle, oil becomes fatigued (although the vehicle's odometer reading remains unchanged), making maintenance intervals based simply on miles driven inadequate. NOTE: Although 6.0L and 6.4L fuel systems differ, extended idle times affect both engines

WHAT EXACTLY IS EXTENDED IDLING?

Ford Motor Company defines extended idling as follows:

Over 10 minutes per hour of normal driving

Frequent low speed operation

Sustained heavy traffic less then 25 MPH (40 Km/h)

If any 6.0L or 6.4L powered vehicle falls into the above categories it is classified under Special Operating Conditions and thus the following maintenance intervals are suggested in the Owner's Manual:

Oil Filter: 5,000 miles (8,000 km) or 200 engine hours or 3 months {whichever comes first)

Fuel Filters: 10,000 miles (16,000 km), 400 engine hours, or 6 months, whichever comes first (every other oil change).

MILES VS HOURS EXAMPLE:

A utility truck drives an average of 50 miles (80 km) per day and idles an average of 5 hours per day. (One hour of idle time is equal to approximately 25 miles (40 km) of driving)

MILES

S If oil maintenance is performed using miles as the

interval, oil changes would need to be performed every 100 days.

– 50 miles (80 km) per day x 100 days = 5,000 miles (8,000 km)

HOURS

S If oil maintenance is performed using hours as the interval, oil changes would need to be performed every 40 days.

– 5 idle hours per day x 40 days = 200 hours

RESULTS

S After 40 days, the utility truck reaches its hour maintenance interval and an oil change needs to be completed.

S If the oil change is performed based on mileage, the truck would be 60 days past due for its oil change and have accumulated the equivalent of 12,500 miles (20,000 km). This is well past the recommended

interval.

ENGINE COOLANT:

In addition to oil, oil filter & fuel filter maintenance, the engine coolant system nitrite level should be checked at the mileage or equivalent hour intervals specified by the maintenance schedule. For example, when operating the 2005

Super Duty 6.0L Power Stroke® diesel engine equipped truck under Special Operating Conditions, coolant nitrite level should be checked every 15,000 miles (24,000 km).

WHY IS THIS IMPORTANT?

To ensure proper fuel injector performance and durability the engine must be maintained properly. Extended oil change intervals may cause injector damage that may lead to reduced performance, reduced durability and possibly component failure.

WHAT CAN I DO?

All F-Series Super Duty trucks built in model year 2005 and after are equipped from the factory with an hour meter in the dashboard instrument cluster. Look at how your vehicles operate and ensure that your maintenance intervals match those recommended by Ford Motor Company. A complete maintenance schedule specific to your vehicle can be found at www.fordowner.com.


Continued from page 4

iscount / Dependable Payment Processing, Inc. D(DPP) is a full service credit card processing service, a direct ISO (Independent Sales

Organization) with First Data. DPP's comprehensive processing solutions leverage skills and experience from the largest processor in the world that our customers count on and trust. DPP sets-up businesses across the country to accept all major credit cards.

With over 12 years experience DPP's dedication, expertise and customer service are unmatched in the marketplace. Our commitment to quality processing services combined

with cost saving measures enables our customers to improve business results.

DPP looks forward to educating and bringing on board members of ASA as a valued client in the near future!

Dependable Payment ProcessingMallika Reuben

2910 Renoir • Sugar Land, TX 77479Cell: 832.689.8514 • Fax: 281.491.6850

[email protected]

DEPENDABLE PAYMENT PROCESSING

Rick Burleson has moved his way up to being Ford's national Blue Diamond Parts diesel trainer. Over the past four years he has trained all the Ford

diesel training classes throughout the USA. His knowledge expands from being trained in the Ford diesel classes as well as the Caterpillar training programs. Prior to being a trainer he held the position as a Parts Sales Manager for the Blue Diamond Parts Group where he worked with Ford Dealers on the west coast developing Ford Power Stroke business with the dealer parts and service.

Rick will provide ASA Houston with a technical class in

diesel filtration and the importance of using proper filters, and diesel coolant and the correct type to use for the overall operation. Chastang Ford is pleased to partner with all ASA Houston shop owners to provide the information necessary for you to accurately diagnose and repair all Ford diesel issues. Rick will teach how to access the Ford Technical Resource Center which is the Ford technicians' internet library for the “How To's”. Giving you this invaluable information, Chastang Ford will provide you all your Ford parts with timely delivery.

Power Stroke Trainer: Rick Burleson

any of you were at the MChapter meeting several months ago when the folks

from KUKUI made their presentation and offered to build our Chapter a new website. During the intervening months several of your board members have worked with KUKUI to get it done. The site will launch in late July and I think you will be impressed.

The site is divided into two sections, one for motorists and one for members. Accessible from the home page is a search engine that will allow consumers, or members, to find a member shop by a zip code search. This one new feature will make the site much more functional and valuable to both members and motorists.

Another section will list all of the upcoming training we can find. This should make it easier for you to plan ahead on your training budget.

There is a list of all our associate members with their contact information and a roster of our Chapter members. Having this important information at your fingertips in one location will make it easier to stay in contact.

There is a form for motorists to submit questions, a copy of the Code of Ethics and contact info for the State Officers.

For the last couple of months Nancy has made every effort to contact all of our members and make sure we had current contact information. If when you review the site you find any

errors please let her know, but remember we asked you for it before the site went live so don't blame her. We will update it as soon as possible.

KUKUI has done a fantastic job on the site. If you are considering upgrading you company website be sure to give them a call.

NEW HOUSTON ASA WEBSITE

August 2014 Training

August 9th – R.O. Writer – Training class

September 2014 Training

September 10th – CARQUEST – Developing a diagnostic game plan- part 2 6pm-10pm

September 11th – CARQUEST – Developing a diagnostic game plan- part 2 6pm-10pm

September 18th – Standard Professional Technicians Seminars – Diagnosing the Top Variable Valve Timing Problems

September 25th – Diagnosing the Top Toyota/Lexus Engine Problems

October 2014 Training

October TBA – M&D will hold a training class this month but a date has yet to be decided.

October 27th – Diagnosing the Top GM Drivability Problems – Spanish

November 2014 Training

November 10th – CARQUEST – Advanced Technology Vehicles 6pm-10pm

November 12th – Diagnosing Vehicle Electronics Problems

Please read below for details on each event.

CARQUEST Technical Institute

Dinner and drinks provided. Pre and Post test given. Certificate given at the end.

Trial for first class is FREE

Monthly fee for 2-6 technicians is $99

La Quinta Greenway Plaza4015 Southwest Freeway • Houston TX, 77027(713)-623-4750

September 10 and September 11, 6:00 PM-10:00 PM

Developing a diagnostic game plan- part 2


AUTOMOTIVE TRAINING CALENDAR

BG Products, is committed toBG Products, is committed to

maintaining vehicles through maintaining vehicles through

high quality automotivehigh quality automotive

maintenance services.maintenance services.

BG Products, is committed to

maintaining vehicles through

high quality automotive

maintenance services.

We will differentiate ourselves by providing the highestWe will differentiate ourselves by providing the highest

quality products, ensuring outstanding service and resultsquality products, ensuring outstanding service and results

-oriented training, and in continually bringing new, -oriented training, and in continually bringing new,

customer-driven technologies and service solutions tocustomer-driven technologies and service solutions to

the market to help our customers succeed.the market to help our customers succeed.

We will differentiate ourselves by providing the highest

quality products, ensuring outstanding service and results

-oriented training, and in continually bringing new,

customer-driven technologies and service solutions to

the market to help our customers succeed.

BG’s high quality products andBG’s high quality products and

services are backed by the services are backed by the

industry leading Lifetime BGindustry leading Lifetime BG

Protection Plan.Protection Plan.

BG’s high quality products and

services are backed by the

industry leading Lifetime BG

Protection Plan.

Dan ButlerDan Butler

BG Products, Equipment, and ConsultingBG Products, Equipment, and Consulting

LSI of TexasLSI of Texas

8703 Fallbrook Drive8703 Fallbrook Drive

Houston, TX 77064Houston, TX 77064

Dan Butler

BG Products, Equipment, and Consulting

LSI of Texas

8703 Fallbrook Drive

Houston, TX 77064

Cell: 832-247-5127 Fax: 405-506-1295Cell: 832-247-5127 Fax: 405-506-1295

Toll Free: 1-800-580-0024Toll Free: 1-800-580-0024

Cell: 832-247-5127 Fax: 405-506-1295

Toll Free: 1-800-580-0024

Details for each event provided below.

Continued on page 7


The execution of any vehicle function requires, Inputs, Processing, Communication and Outputs often spread across multiple ECUs. Any step in this distributed process can break down. Do you have a “Game Plan” for dealing with today's complex vehicle diagnosis?

November 10, 6:00 PM-10:00 PM

Advanced Technology Vehicles

As Federal and State regulations continue to drive fuel economy standards ever higher, auto makers are introducing vehicle technologies which significantly changing the service landscape. This course will provide must have information on the emerging Electric Vehicle market and show technicians and shop owners what is available now and coming soon in the EV market. Vehicles such as the Chevy Volt and Nissan Leaf are only two in this rapidly expanding EV industry. Attendees will learn how the aftermarket can align itself to profit from the new trends in Advanced Technology Vehicles.

R.O. Writer

LSI of Texas8703 Fallbrook Dr. • Houston, Tx 77064

August 9th, 2014

Register online http://www.rowriter.com/Training

1 Day Training Conference

Our 1 Day Conference is designed for the more experienced R.O. Writer user, including shop owners and their management team. Our professional trainers provide their insight through lectures and demonstrations based on common shop scenarios (this is NOT a hands-on session).

$199 per person regular price or $149 for Early Bird signup*

*Early Bird registration eligible if registered 30+ days before selected workshop date!

ADVANCED1 Day Training Conference

For Shop Owners, Management Team & more experienced R.O. Writer Users

Agenda Discussion Points

S Using R.O. Writer Profit Building Tools

S Departmental Linear Matrix Pricing Strategies

S Departmental Pricing

AUTOMOTIVE TRAINING CALENDAR Continued from page 6

Continued on page 9


Page 9

1127 West 34th Street

ASA Houston's 2014-2015 Directory

NOW AVAILABLE

Be sure to pick up your copy at the monthly

meetings.

Thank you ASA for the opportunity to work on the Shop Talk newsletter. It is a pleasure

to be associated with your organization. The income gained

from this work enables me to spend time in my ministry work

around the globe.

Please let me know if I can be of service to your business with

graphic design services.

Dan [email protected]

THANKS TO ASA


Page 8

S Parts Returns and Core Returns

S Inventory Browse Screen Layouts

S Measuring Lost Sales

S Warranty Tracking Strategies

S Advanced Marketing & Customer Retention

S Mastering Smart eCat

S Exporting Reports to MS Excel

S Reports: That which is measured improves

S Alternative Part Number strategy

S Advanced Scheduling Techniques

S Tracking Productivity & Efficiency

S Integrating R.O Writer into your workflow

S Tips & Tricks ... and Q&A

*Space is limited. A minimum participation per class is required. Classes may be cancelled or postponed if total number of attendees does not meet the required minimum. It is advised to not make your travel and lodging arrangements until the class and your reservation is confirmed.

Standard Professional Technician's Seminars

From Main Auto Parts (UniSelect)

September 18th, 2014

Diagnosing the Top Variable Valve Timing Problems

This one night seminar will prepare you to deal with mechanical and control failures, along with providing techniques to make your diagnostics more efficient on Variable Valve Timing Systems. VVT systems are used on most new engines to increase efficiency and reduce emissions. These systems are well thought out, but they have problems, which may present numerous pitfalls for the technician during diagnosis and repair.

XL PARTS

Location: XL Parts Distribution Center, 15701 Northwest Freeway, Houston

One Night Clinic: $89.95Two Night Clinic: $149.95

TRAINING PACKAGES

Package A -- 4 Nights - $300 SAVE 16%Package B -- 8 Nights - $520 SAVE 27%Package C -- 12 Nights - $660 SAVE 38%Package D -- 16 Nights - $720 SAVE 50%

Details and registration materials at http://www.xlparts.com/Services/Clinics.aspx and http://www.xlparts.com/files/clinics/2014%20Houston%20Schedule%20Combined.pdf

September 25, 2014

Diagnosing the Top Toyota/Lexus Engine Performance Problems

Toyota engines and control systems have undergone numerous changes and their diagnostic procedures have changed right along with them. Proper interpretation of scan data PIDs and the use of bidirectional controls and other enhanced scan tool functions can speed your diagnosis on these engines. The goal of this class is to prepare you to diagnose common problems on these engine control systems in the shortest amount of time. During the class, case studies will be used to demonstrate efficient diagnostic methods. Pattern failures and common pitfalls will be covered that will help you to diagnose these vehicles quickly and accurately.

October 27, 2014

Diagnosing the Top GM Driveability Problems - Spanish

Este programa de capacitación de una noche esta lleno de pistas y procedimientos de diagnóstico incluyendo entrega de combustible, módulos de control de la bomba de gasolina, inyección de combustible incluyendo SIDI (inyección directa), controles de la mariposa, encendido, y controles de emisiones. Procedimientos de diagnóstico serán explicados a través de estudios del mundo real. Serán incluidas ambas en la clase y en el libro varias técnicas y pistas desarrolladas en el campo de batalla.

November 12, 2014

Diagnosing Vehicle Electronics Problems

Today's vehicles contain a complex mix of sensors, actuators, and control modules to perform most functions. Raising a window can involve a switch module, door module, and body control module in addition to the motor that does the work. A test light can only go so far in diagnosing these circuits and jumper wires can spell disaster if used incorrectly. The goal of this class is to prepare you to diagnose and repair problems in body, chassis, HVAC, and powertrain control systems, as well as the data bus which connects them. Case studies will be used to demonstrate techniques you can use to reduce the time spent on diagnosis.

AUTOMOTIVE TRAINING CALENDAR Continued from page 7

A+ Transmissions Corp, Office (*)Dennis [email protected]

AAA TexasSteve van [email protected]

Admiral Linen UniformBarry [email protected]

A-Line Auto PartsBobby Fulmer, Sterling [email protected]@arnoldoil.com

Automotive Training Institute (*)Jim [email protected]

BAP-GEONTim Nuber713-227-1544 [email protected]

BG ProductsLubrication SpecialistDan [email protected]

CarQuest Auto PartsDavid Lara [email protected]

Chastang FordJimmy [email protected]

Christian Brothers (*)David [email protected]

Dependable Payment ProcessingMallika [email protected]

Great American Business ProductsJulie [email protected]

HCC - Automotive TechnologyMichael [email protected]

J.A.M. DistributingMyrl [email protected]

Jasper Engines & Transmissions (*)Ed Nesbitt [email protected]

KukuiTodd [email protected]

M&D (Magneto & Diesel)Engine Parts-Fuel Injection-TurbochargersJim [email protected]

Main Auto PartsTyler [email protected]

Matrix LubricantsRussell [email protected]

Meadowbrook Insurance (*)Dan [email protected]

Mitchell 1(*)Monnie [email protected]

MotorAge Training/Advanstar Communications (*)James Hwang(310) [email protected]

MTF EquipmentJim [email protected]

NAPA Auto PartsPeter [email protected]

National TransmissionRudy [email protected]

O'Reilly Auto PartsJeremy Reimer, Ken [email protected]@sbcglobal.net

Performance Radiator (*)Amie Alvarado, Joe [email protected]

SafeguardMike Ratchford281-537-8074 [email protected]

San Jacinto CollegeMark Deschner [email protected]

Shop Management ServicesScooter Owens888-242-5025 [email protected]

TransAct Merchant Solutions, Inc.Joe [email protected]

Wahlberg-McCreary, Inc.Al Lindell, Randy Harlan, Rick [email protected]

XL PartsMike [email protected]

Zurich Insurance (*)Woody [email protected]

(*) National Members


Houston ASA Associate MembersContact your local ASA Houston Associate members for products and services.

Ask about ASA Member only discounts available from these Associate Members.

mailto:[email protected]




































asa august 2014 b · asa houston - shop talk august 2014march 2014 page 4 how extended idling time...

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